Method and apparatus for integrated customer tracking and browsing

ABSTRACT

A system and method for tracking customer activity without need for an extensive interconnecting network. The system includes a plurality of gaming devices that are communicatively isolated from one another. Information, including tracked customer activity, bonus requirements, and in one embodiment, personal information, is stored on a memory device communicable with the gaming devices. This allows implementation of an incentive program at reduced cost because the service devices themselves need not be networked together.

BACKGROUND OF THE INVENTION

[0001] 1. Field of the Invention

[0002] The present invention relates to systems and methods for monitoring and recording transactions, and in particular, to a system and method for tracking customer activity without need for an extensive interconnecting network

[0003] 2. Description of the Related Art

[0004] Recent years have seen a rapid expansion of the gaming industry. Much of the income derived from such games is collected at gaming devices like slot machines and video poker games.

[0005] To attract customers, larger goods and/or service providers (e.g. gaming establishments) implement “frequent player” programs in which players can obtain bonuses and other benefits each time they play machines in that particular establishment or its affiliates. Such “frequent player” or “loyalty” programs may also permit the goods/service provider to monitor customer activity. This permits the service/goods provider to customize the services and goods presented to each customer or group of customers so that each customer's needs are better met. In many instances, the customer agrees to permit the collection of such information in exchange for lower prices, a bonus program, or other incentives offered by the service/goods provider. In such circumstances, it is important to include some medium or means for keeping track of each customer's loyalty program.

[0006] One solution to this problem is to provide a network of interconnected computers or similar devices at the point of sale/service. Each device can collect information regarding the sale and provide that information to a central database, where the data can be stored and analyzed. The problem with this solution is that it requires a substantial investment in the infrastructure (the interconnected network) itself. This substantial investment is typically greater than can be provided by smaller goods/service providers.

[0007] What is needed is an inexpensive system and method for monitoring and recording gaming activity that eases data collection, reduces the risk of theft, does not negatively influence impulse gaming. What is also needed is a system for providing appropriate incentives, without need for an extensive (and expensive) infrastructure. The present invention satisfies these needs.

SUMMARY OF THE INVENTION

[0008] To address the requirements described above, the present invention discloses a method, apparatus, article of manufacture, and a memory structure for providing a customer incentive program with a plurality of service devices. The method comprises the steps of accepting a memory device in a terminal communicatively coupled to one of the plurality of service devices; collecting information describing customer related service device activity, securely transmitting the information regarding the customer-related service device activity to the memory device for storage in the secure memory. In one embodiment, the memory device is issued to a member of the customer incentive program, the memory device has a secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, the terminal exchanges information between the memory device and the service device, the plurality of service devices includes at least a subset of service devices that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of service devices; and the service device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of service devices.

[0009] The apparatus comprises a terminal communicatively coupled to one of the plurality of service devices, wherein the plurality of service devices includes at least a subset of service devices that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of service devices, having a memory device interface for accepting a memory device, wherein the memory device is issued to a member of the customer incentive program, the memory device having a secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, and a processor, communicatively coupled to the memory device interface, the processor for securely exchanging information between the memory device and the service device, the information including information describing customer related service device activity.

BRIEF DESCRIPTION OF THE DRAWINGS

[0010] Referring now to the drawings in which like reference numbers represent corresponding parts throughout:

[0011]FIG. 1 is a diagram of a plurality of service devices in a networked configuration;

[0012]FIG. 2 is a diagram of a plurality of service devices, a subset of which are in a non-networked configuration;

[0013]FIG. 3 is a diagram of a memory device, terminal and service device;

[0014]FIG. 4 is a diagram showing exemplary operations usable to collect customer-related service device activity, and

[0015]FIG. 5 is a diagram showing exemplary operations usable to use incentives earned based on stored information derived from customer related device activity.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0016] In the following description, reference is made to the accompanying drawings which form a part hereof, and which is shown, byway of illustration, several embodiments of the present invention. It is understood that other embodiments may be utilized and structural changes may be made without departing from the scope of the present invention.

[0017]FIG. 1 is a diagram of a networked (e.g. communicatively interconnected) plurality of service devices. The service device network 100 includes a plurality of service devices 104A-104C (alternatively referred to as service device(s) 104), each coupled to a central processor 102 via network links 106. The central processor 102 can be coupled to an internal or external database 108. The service devices 104 can be vending machines, gaming machines, video games, or any other machine that provides goods and/or services to customers. A consumer 114 interfaces with the service devices 104 using input/output (I/O) devices on the service devices. For example, when the service devices 104 are gaming machines, the consumer or user 114 uses the I/O devices to provide monetary value to the gaming device, and depending on the game, may provide other gaming and other inputs as well. The gaming device provides an output display showing the results and status of each game.

[0018] The owner or operator of the service device network 100 may elect to provide an incentive program to attract more consumers. The incentive program provides the member a reward for consuming the goods or using the service devices 104. The reward may be provided simply to attract more consumers 114, or may be provided in exchange for personal information regarding the consumer 114 or the consumer's preferences and habits regarding the use/consumption of the goods/services offered by the service devices 104. In one embodiment the incentive program is implemented by use of loyalty cards or other devices 112 that identify the consumer 114. When the consumer 114 enters the device 112 into an interface 110, the consumer 114 is identified, and information regarding the use of the service device 104 by the consumer 114 can be transmitted to the central processor 102 for processing and storage in a database 108, which can be external or internal to the processor 102. The device 112, can be a read only device, such as an optical bar code or magnetic card, or may be a read/write device.

[0019] Unfortunately, the incentive programs based on the service device network 110 require that each of the service devices 104 be networked together. Such networks can be prohibitively expensive for smaller service device owner/operators.

[0020]FIG. 2 is a diagram of a diagram of hybrid service device network, which includes an interconnected service device network 100 and a distributed service device network (DSDN) 200. The DSDN 200 comprises a plurality of service devices 204A-204B (hereinafter, service device(s) 204). Unlike the interconnected service device network 100, the service devices 204 of the DSDN 200 are communicatively isolated (they are not networked together). Each of the service devices 204A-204D includes an associated terminal 210A-210D that can accept a memory device 112. In one embodiment, the memory device 112 is a programmably alterable memory device such as a smartcard or token. Hereinafter, the terms memory device, smart card, and token are used interchangeably to describe this functionality. Similarly, in one embodiment, the terminals 210A-210D may include smartcard reader/writers (210A-210D) (hereinafter also referred to as SRWs 210).

[0021] Once the smartcard 112 is accepted, the SRW 210 can read and write data from the smartcard 112. The smartcard 112 and SRW 210 are each configured so that read and write operations are performed in a secure (non-hackable) way, and so that the contents of the smartcard 112 cannot be altered or duplicated without special authorization. The SRW 210 may also be capable of selecting different operational modes or reprogramming the smartcard 112.

[0022] The smartcard 112 is personal to the user 114 and contains the information required for the incentive program. In one embodiment, this information includes personal data about the member 114. In another embodiment (the opt-out embodiment described below), the smartcard 112 does not store personal data about the member 114.

[0023] Once connected to the service device 210, the smartcard extracts service device activity information. In the gaming establishment context, this service device activity information includes player input(s), gaming machine outcome(s). Input and outcomes can be recorded as singular events. For example, the service device activity can be described (and recorded) as a number of games played, a number of games played per week, a number of games played on particular days or at particular times, the number of wagers, the number of wagers within certain amount bins (e.g. $0.25, $1, or $5), number of particular outcomes (e.g. number of blackjacks, or royal flushes, or queens), combinations (e.g. number of hands with face cards and deuces, number of consecutive wing or non-winning hands). Further, the tracked outcomes can be customizable to the member 114. For example, the member 114 may select particular “lucky” combinations (personal bonus combinations) for bonus awards (e.g. number of hands with both deuces and queens), and the member's selection can be stored on the smartcard 112 thereby permitting the member 114 to earn bonuses for these result.

[0024] The foregoing information can be used to compute and store member bonuses, and to manage special member offers.

[0025]FIG. 3 is a diagram depicting a memory device 112, terminal 210, and service device 204. The memory device (e.g. smartcard) 112 includes an internal memory 302 and a processor 304. The memory 302 typically includes both read only memory (ROM) and randomly addressable memory (RAM), and includes a secure memory area for storing passwords, and sensitive data used to implement security routines in the smartcard. The processor 304 response to instructions that may be stored in the ROM/RAM, and performs the smartcard-related functions described herein.

[0026] Each of the terminals 210 includes a controller 314 and a (smartcard) read/write device 316. The controller 314 communicates with the smartcard via the read/write device 316. Communication between the terminal 210 and the service device 210 maybe performed via an interface 318 which obtains status and other information from the service device 210.

[0027] The memory device 112 is removably coupleable to the terminal 210. Once coupled to the terminal the memory device 112 and the terminal 210 can share information as required to implement the incentive program. The terminal 210 (e.g. SRW may include an internal memory 306 communicatively coupled to a SRW processor 304. The internal memory 306 may include RAM and/or ROM.

[0028] The terminal is communicatively (and may be physically) coupled to the service device 204. Although not necessary to practice the invention, the service device 204 typically includes a processor 312 and a memory 310 that is used to implement service device 204 functions.

[0029]FIG. 4 is a diagram showing exemplary method steps useable to collect member-related service device 204 activity. The member 114 presents 402 the memory device 112 to the terminal 210, which accepts 404 and authenticates 406 the memory device 112 using authentication information 408 stored in the memory device 112 and/or the terminal 210. In one embodiment, the terminal 210 requests that the member 114 enter identifying information (e.g. a name and/or a password) as a part of the authentication process. If desired, the present invention can be implemented without blocks 402-408. In this embodiment, the possessor of the memory device 112 is not authenticated.

[0030] The member 114 then issues 410 service device 204 commands via an appropriate service device user interface. This may include, for example, entering a monetary denomination (e.g. a $20 bill), and depressing buttons to select game play, including the number of credits to risk, and making additional selections regarding game play (e.g. in a draw poker game, which cards to retain). The service device 204 accepts 412 the commands, and provides 414 a command response. The terminal 210 processes and/or interprets 416 the command response from the service device 204 and provides the activity information, in processed or unprocessed form, to the memory device 112, where it is stored 418.

[0031] Some or all of the terminals 210 also may allow member 114 to read some or all of the information regarding earned bonuses, bonus detail (e.g. number of bonus points, how many jackpots or royal flushes), or bonus requirements stored on the smartcard 112.

[0032]FIGS. 3 and 4 show an embodiment of he invention wherein the terminal 210 includes a processor 308 and memory 306 that is used to process and/or interpret the service device 204 activity. However, the processor 304 and memory 302 in the memory device 112 can also perform many or all of the functions performed by the terminal 210 processor 308 and memory 306. This embodiment permits the present invention to be implemented with a minimum investment in terminal 210 hardware. Sharing functionality between the memory device and the terminal 210 can also increase security and prevent hacking of the memory device 112 and/or the terminal 210.

[0033]FIG. 5 is a diagram depicting exemplary method steps used to redeem incentives. The member 114 presents 502 the memory device 112 to the terminal 210, where it is accepted 504. Authentication information 508 stored in the memory device 112 and/or the terminal 210 is then used to authenticate the member 114. As before, this could involve a process whereby the member 114 provides input to the terminal and/or the service device 204 (service device 204 I/O elements can be used to provide input/output interface during authentication, accumulating bonus incentives, or in receiving incentives).

[0034] The authentication process can be directed solely to processes that are required to authenticate the memory device 112, rather than the user (e.g., a case where possession of the card alone is sufficient). In this case, the member 114 accepts the risk of losing their memory device 112. Redemption devices may or may not be networked.

[0035] The member 114 then requests 510 the incentive. The terminal service device 204 (either directly, or through the I/O devices of the terminal 210) accepts 512 the request. The terminal 210 processes/interprets 513 the request. The terminal 210 transmits a message to the memory device 112 requesting incentive/bonus information stored in the memory 302 of the memory device 112. The memory device 112 retrieves 514 the information, and provides the information to the terminal 210. The terminal 210 then compares 515 the earned bonus/incentive information received from the memory device 112 with bonus/incentive requirements stored in the terminal 210 and/or the memory device 112 and/or the service device 204. If the comparison indicates a bonus/incentive award is appropriate, the terminal/memory device 210/112 provides 516 a command to the service device 204 to provide the incentive. The service device 204 accepts 518 the command, and provides 520 the bonus/incentive. The terminal 210 receives the directive to provide the incentive from the service device, and commands the memory device 112 to decrement 510 the earned bonus by the amount redeemed. The memory device 112 accepts this command, and decrements 524 the earned bonus by the required amount. If desired, the present invention can be implemented without decrementing the bonus counter (e.g. awarding incentives when bonus thresholds are passed and therefore, triggered).

[0036] The incentive is then received 526 by the member 114. Alternatively, the incentive command may cause an alarm or other indication that the member 114, should be provided with a bonus, and the bonus is provided to the user by appropriate personnel alerted by the alarm.

[0037] The smartcard 112 mayor may not keep historical data regarding redemption transactions and earned bonuses. When the member 114 redeems bonus points or interfaces with a networked machine, the history of activity/bonus awards stored in the smartcard 112 can be uploaded in the terminal 210. This information can be to offer the member 114 with additional player benefits or to update the bonus structure to a more or less favorable structure than currently stored in the card 112.

[0038] In one embodiment, special redemption stations can be used to collect bonus points (in addition to or m the alternative to the terminals 210 disclosed above). Such redemption stations can be networked and can include special functionality to permit the collection of data and the issuance of the incentive awards.

[0039] It is noted that the functions shown implemented in the memory device 112 and terminal 210 in FIG. 5 maybe different than shown. For example, the memory device 112 may include stored incentive/bonus requirements, and the determination if the earned requirements permit an award can take place in the memory device 112 instead of (or in addition to) the terminal 210.

[0040] The foregoing can be implemented with 2 types of memory devices, an opt-in memory device, and a non-opt-in (or opt-out) memory device 112. The baseline (opt-out), card is anonymous, and offers the member 114 a different (and typically, less advantageous) bonus structure than does the opt-in memory device 112. The opt-in memory device 112 is provided to the user in exchange for the member 114 providing personal information their name, address, and other identifying information that may be useful to correlate with service device 204 use patterns. Such a card may provide increased benefits over the non-opt-in card (i.e. 2-cent bonus per dollar wagered versus a 1 cent per dollar wagered with the opt-put card). Further, either card may change the award as the amount of play (dollars wagered or games played) increases, or when the user plays (giving more bonus for off-peak hours). The opt-in card can also be updated from time to time, with additional information, permitting additional bonuses. For example, an opt-out card may provide 1 cent per dollar wagered, a standard opt-in card may provide 2 cents per dollar wagered, but based on how much the opt-in card is used, the rate of award may be increased as the member plays more. This is made possible because the memory device processor can include programs which allow changes in program execution, permitting adaptable bonus awards.

[0041] The foregoing invention can also be used with a networked service device incentive system. In this embodiment (illustrated in FIG. 2), the member 114 can use the service devices 204 in the system 200, accumulating bonus points, and if desired, redeeming earned bonus points at any of the service devices 204. However, in this embodiment, the member 114 can also present the memory device 112 to a service device 104 in the networked system. In one embodiment, this functionality duplicates that of the un-networked system (i.e. the service device 104 communicates solely with the members memory device 114) to accumulate bonus points or award bonuses. In another embodiment, the memory device 112 or the service device communicatively coupled thereto, interfaces with other service devices in the network 100, the server 102, and/or the database 108 to accumulate bonus points, award earned bonuses, or simply to report the data stored in the memory device 112 or store updated information regarding bonus requirements. In this embodiment, the memory device 112 operates primarily autonomously but can operate with the networked system when it is desired or available. This permits the occasional collection and retention of data regarding member 114 bonus points and service device activity. This permits opt-in users to retain their earned bonuses, even when the smartcard is lost or stolen, and provides another incentive for members 114 to become opted-in members.

[0042] One advantage in the foregoing system (with non-networked service devices) is that it permits the customers/members to determine for themselves when and if they would like to trade information regarding gaming activity (and/or personal information) for bonus incentives. For example, a system can be devised in which none of the service devices are networked or otherwise coupled to a central computer or database, and which redemption of bonus points takes place on clearly identified and networked redemption terminals. The customer can then use the smartcard 112 in the ordinary way, secure in the knowledge that gaming activity or personal information will not (indeed, cannot) be shared. However, when the user elects to redeem earned bonus points, the user presents the card to a conspicuously identified networked machine, the information on the card (including game play and optionally, the user's personal information) can be collected. If the user does elects not to collect the bonus, the gaming activity or personal information is never revealed, but remains stored on the smartcard. The customer is therefore assured that activity and/or personal information stored in the smartcard will not be read until the customer makes the decision as to whether and when they would like to trade personal information for the incentive program.

[0043] In yet another embodiment of the invention, the member 114 does not have to make an immediate decision regarding whether to become an opted-in member. In this embodiment, the member 114 accepts an opted-out card, and can use the card as described above to collect bonus points. When the user attempts to redeem the bonus points for the incentive award, the member 114 is offered the opportunity to provide personal information in exchange for an enhanced bonus award.

Conclusion

[0044] This concludes the description of the preferred embodiments of the present invention. The foregoing description of the preferred embodiment of the invention has been presented for the purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise form disclosed. Many modifications and variations are possible in light of the above teaching. It is intended that the scope of the invention be limited not by this detailed description, but rather by the claims appended hereto. The above specification, examples and data provide a complete description of the manufacture and use of the composition of the invention. Since many embodiments of the invention can be made without departing from the spirit and scope of the invention, the invention resides in the claims hereinafter appended. 

What is claimed is:
 1. A method of providing a customer incentive program with a plurality of gaming devices, comprising the steps of: accepting a secure memory device in a terminal communicatively coupled to one of the plurality of gaming devices; wherein the secure memory device is issued to a member of the customer incentive program, the memory device having a secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, wherein the terminal exchanges information between the memory device and the gaming device; wherein the plurality of gaming machines includes at least a subset of gaming device that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming device; wherein the gaming device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices; collecting information describing member related gaming device activity, and securely transmitting the information regarding the customer-related gaming device activity to the memory device for storage in the secure memory.
 2. The method of claim 1, wherein the gaming device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices.
 3. The method of claim 1, wherein the information regarding the customer-related gaming device activity is transmitted from the gaming device to only the memory device.
 4. The method of claim 1, wherein the memory device is a smartcard.
 5. The method of claim 1, further comprising the steps of: accepting the memory device in a second terminal communicatively coupled to a second one of the plurality of gaming devices wherein the second terminal exchanges information between the memory device and the second gaming device; receiving a request to issue an incentive based on the customer related gaming device activity, and providing the incentive based on information retrieved from the accepted memory device.
 6. The method of step 5, wherein the incentive is provided based only on information retrieved from the accepted memory device.
 7. The method of claim 5, wherein the incentive is provided only on the condition that the customer related gaming device activity is provided by the memory device.
 8. The method of claim 5, wherein member personal information is stored in the memory device, and the incentive is provided only on the condition that the member personal information is provided by the memory device.
 9. The method of claim 1, further comprising the step of: securely transmitting bonus incentive award information to the memory device for storage in the secure memory.
 10. An apparatus for providing a customer incentive program with a plurality of gaming devices, comprising: means for accepting a secure memory device in a terminal communicatively coupled to one of the plurality of gaming devices; wherein the secure memory device is issued to a member of the customer incentive program, the memory device having a secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, wherein the terminal exchanges information between the memory device and the gaming device; wherein the plurality of gaming machines includes at least a subset of gaming device that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming device; wherein the gaming device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices; means for collecting information describing member related gaming device activity, and means for securely transmitting the information regarding the customer-related gaming device activity to the memory device for storage in the secure memory.
 11. The apparatus of claim 10, wherein the gaming device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices.
 12. The apparatus of claim 10, wherein the information regarding the customer-related gaming device activity is transmitted from the gaming device to only the memory device.
 13. The apparatus of claim 10, wherein the memory device is a smartcard.
 14. The apparatus of claim 10, further comprising: means for accepting the memory device in a second terminal communicatively coupled to a second one of the plurality of gaming devices wherein the second terminal exchanges information between the memory device and the second gaming device; means for receiving a request to issue an incentive based on the customer related gaming device activity; and means for providing the incentive based on information retrieved from the accepted memory device.
 15. The apparatus of step 14, wherein the incentive is provided based only on information retrieved from the accepted memory device.
 16. The apparatus of claim 14, wherein the incentive is provided only on the condition that the customer related gaming device activity is provided by the memory device.
 17. The apparatus of claim 14, wherein member personal information is stored in the memory device, and the incentive is provided only on the condition that the member personal information is provided by the memory device.
 18. The apparatus of claim 1, further comprising: means for securely transmitting bonus incentive award information to the memory device for storage in the secure memory.
 19. An apparatus for providing a customer incentive program with a plurality of gaming devices, comprising: a terminal communicatively coupled to one of the plurality of gaming devices, wherein the plurality of gaming devices includes at least a subset of gaming devices that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices, having: a memory device interface for accepting a memory device, wherein the memory device is issued to a member of the customer incentive program, the memory device having a secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, and a processor, communicatively coupled to the memory device interface, the processor for securely exchanging information between the memory device and the gaming device, the information including information describing customer related gaming device activity.
 20. The apparatus of claim 19, wherein the gaming device in which the memory device is accepted is communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices.
 21. The apparatus of claim 19, wherein the information regarding the customer-related gaming device activity is transmitted from the gaming device to only the memory device.
 22. The apparatus of claim 19, wherein the memory device is a smartcard.
 23. A system for providing a customer incentive program, comprising: a plurality of memory devices, wherein one of the plurality of memory devices is issued to a customer that is a member of the customer incentive program, and each of the memory devices has secure memory for storing and retrieving tamperproof customer incentive information and a customer-unique identifier, a plurality of terminals, each terminal communicatively coupled one of a plurality of gaming devices, wherein the plurality of gaming devices includes at least a subset of gaming devices that are communicatively isolated from any entity communicatively connected with any of the other of the plurality of gaming devices.
 24. The system of claim 23, wherein the memory devices are smartcards. 